{ "ucid": "21112178849899131", "call_date": "2026-09-04", "start_time": "2026-09-04 10:46:31", "end_time": "2026-09-04 10:48:02", "duration_sec": 91, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "Not_Answered", "agent": "Aditya Pandey", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAed9d50020298d2bffa4a4dc49db0caea.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 934, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178849899131__DIAed9d50020298d2bffa4a4dc49db0caea.mp3", "audio_bytes": 208656, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 69.552, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] AGENT: Hello? (हेलो?)\n[2s] AGENT: Hello, Shivam Enterprises? (हेलो, शिवम एंटरप्राइजेज?)\n[3s] CUSTOMER: Yes sir, speak. (हांजी सर बोलिए।)\n[4s] AGENT: Sir, hello, I am Aditya Pandey calling from JSW One. (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[7s] CUSTOMER: One second. (एक सेकंड।)\n[8s] AGENT: You sir, our platform, yes sir, I was calling from JSW One, Aditya Pandey. You had registered with our platform. (आपने सर हमारे प्लॅटफॉर्म, हां सर, JSW One से बोल रहा था आदित्य पांडे। आपने हमारे प्लॅटफॉर्म के साथ रजिस्टर किया था।)\n[12s] CUSTOMER: On what? (किसपे?)\n[12s] AGENT: JSW One, sir. (JSW One सर।)\n[13s] CUSTOMER: Jindal Steel Works.\n[15s] AGENT: Yes, yes sir. (हांजी हांजी सर।)\n[15s] AGENT: Yes, so I had called regarding that only, sir. Can you tell me a little about your business, what business do you do? (हां तो वही उसी के रिगार्डिंग कॉल किया था सर। थोड़ा आप अपना बिजनेस के बारे में बता सकते हैं आप क्या बिजनेस करते हैं आप?)\n[19s] CUSTOMER: Actually, we, you know sir, our work is of cement bricks and interlocks, etc. (Actually तो हम तो जो है ना सर, सीमेंट की ईंट और इंटरलॉक वगेरा का काम हमारा।)\n[23s] AGENT: Only cement or do you also need TMT? (सिर्फ सीमेंट का कि TMT भी लगता है आपको?)\n[25s] CUSTOMER: For TMT, we were checking if we could also stock TMT bars along with it. (TMT का तो हम चेक कर रहे थे कि साथ में सरिया भी रख लेंगे TMT का।)\n[28s] AGENT: But you majorly need cement, right? (पर आपको मेजरली सीमेंट ही लगता है ना?)\n[30s] CUSTOMER: Yes, we need cement, sir, actually. (हां सीमेंट ही लग रहा है सर actually हमारे पास।)\n[32s] AGENT: Uh okay, I'll do one thing sir, I will share your requirement with the sales person. (अह ठीक है, एक काम करता हूं सर, मैं सेल्स पर्सन को आपका रिक्वायरमेंट शेयर कर देता हूं।)\n[35s] CUSTOMER: Okay. (अच्छा।)\n[36s] AGENT: Because what it is, I only check for TMT uh I check this. If there is anything, I will give it to my colleague, he will talk to you. (क्योंकि क्या है मैं सिर्फ TMT का ही चेक कर uh इससे चेक करता हूं। अगर कुछ रहा तो मैं अपने कलीग को दे देता हूं, वो आपसे बात कर लेंगे।)\n[40s] CUSTOMER: Okay sir, okay. Thank you. (ठीक है सर, ठीक है। Thank you.)\n[42s] AGENT: Thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 21, "connected": 1, "audio_notes": "noisy: Significant call center background noise on the agent's side throughout the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "21 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 1, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer has a secondary interest in your product (TMT), complete discovery on that need before handing off their primary need (cement) to another team.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant, Shivam Enterprises. The customer explained their business is in cement bricks and they were also considering stocking TMT. The agent, who specializes in TMT, recognized the customer's primary need was cement and ended the call by arranging an internal handoff to the cement team, without exploring the TMT opportunity.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, I am Aditya Pandey calling from JSW One. You had registered with our platform.\", \"comment\": \"The agent provided a warm, non-salesy opening by referencing the customer's recent registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, Shivam Enterprises?\", \"comment\": \"The agent only verified the company name but failed to ask for the contact person, procurement city, or decision-making authority.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Can you tell me a little about your business, what business do you do?\", \"comment\": \"The agent only asked about the business type and did not proceed to ask about monthly tonnage, brands, payment terms, or current JSW buying status.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any of the platform's benefits like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"For TMT, we were checking if we could also stock TMT bars along with it.\", \"comment\": \"Although the customer expressed a tentative interest in TMT, the agent did not attempt to capture a requirement or schedule a specific callback to explore it.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will give it to my colleague, he will talk to you.\", \"comment\": \"The call ended with an internal handoff, not one of the three required outcomes (quote sent, specific callback scheduled, or walkthrough booked).\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer has a secondary interest in your product (TMT), complete discovery on that need before handing off their primary need (cement) to another team.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant, Shivam Enterprises. The customer explained their business is in cement bricks and they were also considering stocking TMT. The agent, who specializes in TMT, recognized the customer's primary need was cement and ended the call by arranging an internal handoff to the cement team, without exploring the TMT opportunity.\"}", "error": null, "latency_ms": 29507, "input_tokens": 3323, "output_tokens": 806, "created_at": "2026-09-25 11:35:01", "sentiment": "positive", "sentiment_score": 0.263, "sentiment_confidence": "high", "pos": 11, "neg": 6, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "lexical only", "talk_ratio": 0.65, "agent_talk_sec": 23.6, "customer_talk_sec": 12.7, "dead_air_sec": 54.7, "longest_monologue_sec": 4.4, "agent_wpm": 315.3, "interruptions": 0, "agent_turns": 12, "customer_turns": 9, "discovery_qs": 5, "words_agent": 124, "words_customer": 51, "monologue_heavy": 0, "turns": [ { "ucid": "21112178849899131", "idx": 0, "speaker": "agent", "start_s": 1.57, "end_s": 1.94, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178849899131", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.89, "text_en": "Hello, Shivam Enterprises?", "text_native": "हेलो, शिवम एंटरप्राइजेज?" }, { "ucid": "21112178849899131", "idx": 2, "speaker": "customer", "start_s": 3.09, "end_s": 3.7, "text_en": "Yes sir, speak.", "text_native": "हांजी सर बोलिए।" }, { "ucid": "21112178849899131", "idx": 3, "speaker": "agent", "start_s": 3.88, "end_s": 6.08, "text_en": "Sir, hello, I am Aditya Pandey calling from JSW One.", "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।" }, { "ucid": "21112178849899131", "idx": 4, "speaker": "customer", "start_s": 6.56, "end_s": 7.04, "text_en": "One second.", "text_native": "एक सेकंड।" }, { "ucid": "21112178849899131", "idx": 5, "speaker": "agent", "start_s": 7.58, "end_s": 11.58, "text_en": "You sir, our platform, yes sir, I was calling from JSW One, Aditya Pandey. You had registered with our platform.", "text_native": "आपने सर हमारे प्लॅटफॉर्म, हां सर, JSW One से बोल रहा था आदित्य पांडे। आपने हमारे प्लॅटफॉर्म के साथ रजिस्टर किया था।" }, { "ucid": "21112178849899131", "idx": 6, "speaker": "customer", "start_s": 11.8, "end_s": 12.2, "text_en": "On what?", "text_native": "किसपे?" }, { "ucid": "21112178849899131", "idx": 7, "speaker": "agent", "start_s": 12.5, "end_s": 13.16, "text_en": "JSW One, sir.", "text_native": "JSW One सर।" }, { "ucid": "21112178849899131", "idx": 8, "speaker": "customer", "start_s": 13.26, "end_s": 14.5, "text_en": "Jindal Steel Works.", "text_native": "Jindal Steel Works." }, { "ucid": "21112178849899131", "idx": 9, "speaker": "agent", "start_s": 14.6, "end_s": 15.08, "text_en": "Yes, yes sir.", "text_native": "हांजी हांजी सर।" }, { "ucid": "21112178849899131", "idx": 10, "speaker": "agent", "start_s": 15.28, "end_s": 19.08, "text_en": "Yes, so I had called regarding that only, sir. Can you tell me a little about your business, what business do you do?", "text_native": "हां तो वही उसी के रिगार्डिंग कॉल किया था सर। थोड़ा आप अपना बिजनेस के बारे में बता सकते हैं आप क्या बिजनेस करते हैं आप?" }, { "ucid": "21112178849899131", "idx": 11, "speaker": "customer", "start_s": 19.26, "end_s": 22.84, "text_en": "Actually, we, you know sir, our work is of cement bricks and interlocks, etc.", "text_native": "Actually तो हम तो जो है ना सर, सीमेंट की ईंट और इंटरलॉक वगेरा का काम हमारा।" }, { "ucid": "21112178849899131", "idx": 12, "speaker": "agent", "start_s": 23.0, "end_s": 24.84, "text_en": "Only cement or do you also need TMT?", "text_native": "सिर्फ सीमेंट का कि TMT भी लगता है आपको?" }, { "ucid": "21112178849899131", "idx": 13, "speaker": "customer", "start_s": 25.0, "end_s": 28.0, "text_en": "For TMT, we were checking if we could also stock TMT bars along with it.", "text_native": "TMT का तो हम चेक कर रहे थे कि साथ में सरिया भी रख लेंगे TMT का।" }, { "ucid": "21112178849899131", "idx": 14, "speaker": "agent", "start_s": 28.2, "end_s": 29.8, "text_en": "But you majorly need cement, right?", "text_native": "पर आपको मेजरली सीमेंट ही लगता है ना?" }, { "ucid": "21112178849899131", "idx": 15, "speaker": "customer", "start_s": 30.0, "end_s": 31.58, "text_en": "Yes, we need cement, sir, actually.", "text_native": "हां सीमेंट ही लग रहा है सर actually हमारे पास।" }, { "ucid": "21112178849899131", "idx": 16, "speaker": "agent", "start_s": 31.8, "end_s": 34.8, "text_en": "Uh okay, I'll do one thing sir, I will share your requirement with the sales person.", "text_native": "अह ठीक है, एक काम करता हूं सर, मैं सेल्स पर्सन को आपका रिक्वायरमेंट शेयर कर देता हूं।" }, { "ucid": "21112178849899131", "idx": 17, "speaker": "customer", "start_s": 35.0, "end_s": 35.48, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178849899131", "idx": 18, "speaker": "agent", "start_s": 35.6, "end_s": 40.0, "text_en": "Because what it is, I only check for TMT uh I check this. If there is anything, I will give it to my colleague, he will talk to you.", "text_native": "क्योंकि क्या है मैं सिर्फ TMT का ही चेक कर uh इससे चेक करता हूं। अगर कुछ रहा तो मैं अपने कलीग को दे देता हूं, वो आपसे बात कर लेंगे।" }, { "ucid": "21112178849899131", "idx": 19, "speaker": "customer", "start_s": 40.2, "end_s": 41.5, "text_en": "Okay sir, okay. Thank you.", "text_native": "ठीक है सर, ठीक है। Thank you." }, { "ucid": "21112178849899131", "idx": 20, "speaker": "agent", "start_s": 41.8, "end_s": 42.2, "text_en": "Thank you.", "text_native": "Thank you." } ], "steps": [ { "ucid": "21112178849899131", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, hello, I am Aditya Pandey calling from JSW One. You had registered with our platform.", "comment": "The agent provided a warm, non-salesy opening by referencing the customer's recent registration." }, { "ucid": "21112178849899131", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Hello, Shivam Enterprises?", "comment": "The agent only verified the company name but failed to ask for the contact person, procurement city, or decision-making authority." }, { "ucid": "21112178849899131", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Can you tell me a little about your business, what business do you do?", "comment": "The agent only asked about the business type and did not proceed to ask about monthly tonnage, brands, payment terms, or current JSW buying status." }, { "ucid": "21112178849899131", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any of the platform's benefits like transparent pricing, test certificates, or stock availability." }, { "ucid": "21112178849899131", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "For TMT, we were checking if we could also stock TMT bars along with it.", "comment": "Although the customer expressed a tentative interest in TMT, the agent did not attempt to capture a requirement or schedule a specific callback to explore it." }, { "ucid": "21112178849899131", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "I will give it to my colleague, he will talk to you.", "comment": "The call ended with an internal handoff, not one of the three required outcomes (quote sent, specific callback scheduled, or walkthrough booked)." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }